Robin Schildknecht Huffman, Mha, Cpxp, Ssgb Email & Phone Number

Uc Medical Center

Leadership of Patient Experience department at UC Medical Center, including the enterprise Patient Experience Nurse Manager team. Drives results through analysis and evaluation of targeted patient experience improvement initiatives for inpatient and outpatient services, ensuring alignment to organizational priorities and patient experience system-wide goals.o Advises system leadership on patient experience work, ensuring alignment with organization and site strategic plans around… Show more Leadership of Patient Experience department at UC Medical Center, including the enterprise Patient Experience Nurse Manager team. Drives results through analysis and evaluation of targeted patient experience improvement initiatives for inpatient and outpatient services, ensuring alignment to organizational priorities and patient experience system-wide goals.o Advises system leadership on patient experience work, ensuring alignment with organization and site strategic plans around operational performance measures and employee engagement. o Uses critical thinking and influence to implement strategies and tactics that are sustainable, to ensure continued growth and works with teams to scale and spread across the healthcare enterprise.o Collaborates with leaders, physicians, staff, and other personnel to identify and mitigate barriers as identified through patient complaints, grievances, and performance with process and outcome measures. Show less

Lexington, Kentucky Area

Promoted to lead team of nine in support of total practice transformation through fee-for-service, education, and grant program management which includes largest federal grant in UK REC program. Advise organizations and large healthcare systems, encompassing 261 office practices with 2500+ clinicians across Kentucky. o Assist practices in maximizing pay for performance incentives from Medicare, Medicaid, and commercial payors. o Lead quality improvement and health information… Show more Promoted to lead team of nine in support of total practice transformation through fee-for-service, education, and grant program management which includes largest federal grant in UK REC program. Advise organizations and large healthcare systems, encompassing 261 office practices with 2500+ clinicians across Kentucky. o Assist practices in maximizing pay for performance incentives from Medicare, Medicaid, and commercial payors. o Lead quality improvement and health information technology (HIT) advisors in development and implementation of evidence-based strategies for process improvement, patient and family engagement, practice innovation, and quality care involving grant-funded and fee-for-service work.o Assess organization change readiness, build transformation plans, and monitor milestones. LEADERSHIP HIGHLIGHTS* Reduced ED visits, hospital readmits, and unnecessary testing and treatment while improving health outcomes through quality metric interventions and QA specific practices. * Attained client attestation in fee-for-service program, avoiding Medicare Part B penalties with positive payment adjustments.* Earned Patient-Centered Medical Home (PCMH) recognition under National Committee for Quality Assurance (NCQA) guidelines for eligible practices.* All clients participated in Quality Payment Program achieving positive payment adjustment.* Attained 'very satisfied' Client Satisfaction Scores in all areas. Show less

Lexington, Kentucky

Supported six operations directors in report and project management for 80+ outpatient clinical areas across UK Healthcare system. Provided patient-centered best practices and recommendations to elevate patient and family experiences.o Partnered with clinical and administrative staff to improve processes while facilitating design of clinical workflows.o Prepared monthly executive reports for ambulatory leadership team. Extracted data from disparate systems and provided detailed… Show more Supported six operations directors in report and project management for 80+ outpatient clinical areas across UK Healthcare system. Provided patient-centered best practices and recommendations to elevate patient and family experiences.o Partnered with clinical and administrative staff to improve processes while facilitating design of clinical workflows.o Prepared monthly executive reports for ambulatory leadership team. Extracted data from disparate systems and provided detailed analysis which drove key decisions.o Led special projects involving Application Performance Monitoring (APM) to favorably impact physician productivity, patient visits, patient satisfaction, and safety.o Utilized knowledge of CMS quality metrics, including Meaningful Use and PQRS, to drive change in Ambulatory clinics.LEADERSHIP HIGHLIGHTS* Improved scheduling process for outpatient labs, reducing patient wait time more than 50%. * Designed clinical workflows for AEHR implementation which enhanced patient through-put. * Worked with IT to create algorithm that improved patient access and minimized no-show impact. Resulted in ambulatory-wide practice still in existence today. Show less

Lexington, Kentucky Area

Led 18-month project as Kentucky quality improvement coach to establish PCMH designated practices within KentuckyOne primary care toward NCQA recognition.o Coordinated design meetings and quality assurance initiatives across six primary care practices in Kentucky.o Coached practice leaders and educated providers and staff on root cause and gap analyses to direct improvement efforts. LEADERSHIP HIGHLIGHTS* Wrote policies and deliverables, encompassing 65 criteria across… Show more Led 18-month project as Kentucky quality improvement coach to establish PCMH designated practices within KentuckyOne primary care toward NCQA recognition.o Coordinated design meetings and quality assurance initiatives across six primary care practices in Kentucky.o Coached practice leaders and educated providers and staff on root cause and gap analyses to direct improvement efforts. LEADERSHIP HIGHLIGHTS* Wrote policies and deliverables, encompassing 65 criteria across concepts which include: team-based care and practice organization, knowing and managing patients, patient-centered access and continuity, care management and support, care coordination and care transitions, and performance measurement and quality improvement.* Formed and coached clinic champions within each practice to drive change, engagement, and metric achievement. * Flagged potential risk issues and facilitated crucial conversations with practice leaders to avoid and minimize project interruptions. Show less

Lexington, Ky

Recruited by nation’s leading outpatient satisfaction survey firm to spearhead 12 client organizations with 200+ locations toward improved patient experiences and outcomes. Consulted vice presidents, directors, nursing executives, administrators, and quality managers in survey score interpretation and improvement strategies. o Built client relationships through effective coaching and planning which encompassed all aspects of patient satisfaction measurement, best practices, and federal and… Show more Recruited by nation’s leading outpatient satisfaction survey firm to spearhead 12 client organizations with 200+ locations toward improved patient experiences and outcomes. Consulted vice presidents, directors, nursing executives, administrators, and quality managers in survey score interpretation and improvement strategies. o Built client relationships through effective coaching and planning which encompassed all aspects of patient satisfaction measurement, best practices, and federal and state legislation.o Drove culture change, accountability, and engagement across clinics, hospitals, and inpatient rehabilitation facilities. LEADERSHIP HIGHLIGHTS* Managed over $1M in client business.* Implemented evidence-based interventions using Lean Six Sigma methodologies and AIDET communication model to drive quality, safety and service metrics. Show less

Lexington, Kentucky Area

Promoted to support inpatient and outpatient healthcare services through touchpoints among 10K+ employees. Led five patient experience representatives while partnering with senior leaders on key initiatives to increase patient and employee satisfaction.o Partnered with physician and nurse leaders to educate staff in alignment with Behavior Expectations for Service Excellence which included AIDET, rounding, service recovery, and employee recognition. o Conducted new hire customer… Show more Promoted to support inpatient and outpatient healthcare services through touchpoints among 10K+ employees. Led five patient experience representatives while partnering with senior leaders on key initiatives to increase patient and employee satisfaction.o Partnered with physician and nurse leaders to educate staff in alignment with Behavior Expectations for Service Excellence which included AIDET, rounding, service recovery, and employee recognition. o Conducted new hire customer service and patient experience orientation as well as enterprise-wide training.o Oversaw complaint and grievance management in adherence with University, state, and federal guidelines.LEADERSHIP HIGHLIGHTS* Served as Interim Director for nearly one year with oversight of pastoral care, volunteer services, employee engagement, and customer service teams.* Achieved continuous improvement in patient satisfaction scores for 50+% inpatient units and 25% outpatient clinics within 36 months.* Implemented patient and family centered programs including rounding for outcomes and patient advisory councils across unit and clinic levels.* Developed awards and recognition program which enhanced motivation and culture. Show less

Lexington, Kentucky Area

Served as the system administrator for NetLearning E-Learning System.LEADERSHIP HIGHLIGHTS* Reviewed and collaborated e-learning module content.* Created and presented classes offered through the UK HealthCare Enterprise Learning Center on topics which included customer service and team building/facilitation skills, and measured training effectiveness. o Directed New Employee Orientation for UKHC employees

Lexington, Kentucky Area

Operations administrator for five departments and 50+ FTEs in large, multi-specialty, multi-location outpatient health system. Provided consultative services to all regional centers, working with managers on medical record practices and support of transcription services.LEADERSHIP HIGHLIGHTS* Project manager and trainer for systems conversion to new dictation system and outsourcing of transcription support services.

Master Of Health Administration, Healthcare Administration, 3.5+ Gpa

Activities and Societies: ACHE Student Member; UKHE Student Association

Six Sigma Green Belt

Bachelor Of Science - Bs, Health Information Management

Activities and Societies: Alpha Gamma Delta Sorority